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Salary: USD 176,000 - 220,000 / annual
IonQ is a publicly traded quantum computing and space technology company (NYSE: IONQ) seeking a Director of Global Customer Success to lead post-sale customer experience across its space portfolio, including Capella Data as a Service (DaaS), satellite systems, Skyloom optical communications terminals, and broader space solutions. This is a build-and-scale leadership role reporting to executive leadership.
You will own the complete post-sale organization, combining customer success and technical support into a single global function. Your accountability spans onboarding, adoption, mission outcomes, renewals, and support performance for enterprise, defense, government, and international partner customers across multiple time zones.
Key Responsibilities:
- Lead a distributed global team including regional customer success managers, technical account managers, and tier 1–3 support engineers
- Own commercial outcomes: gross and net revenue retention, subscription and tasking-capacity renewals, expansion pipeline, and churn reduction
- Define and operate the customer lifecycle: onboarding, first-mission time-to-value, adoption monitoring, success planning, executive business reviews, and health scoring with escalation triggers
- Build the technical support function from the ground up: tiered support model, follow-the-sun coverage, SLA/SLO definition, incident response, root-cause analysis, and postmortem discipline
- Partner with engineering, mission operations, and product teams to resolve escalations, drive problem management, and feed customer feedback into the roadmap
- Enable the channel and partner ecosystem: define partner-delivered success models, clarify ownership boundaries, and maintain consistent service quality across indirect customers
- Instrument the function with data: track support ticket volumes, deflection rates, first-response and resolution times, CSAT/NPS, adoption and consumption metrics, and report to leadership
- Build team and tooling: hire and develop global talent, select and operate CRM/CS and ticketing platforms, and create knowledge bases and self-service resources
Travel: Up to 20% domestic and international (note: posting also mentions willingness to travel up to 30%).
Requirements:
- 10+ years in customer success, technical support, services, or post-sale leadership, including 5+ years leading global or multi-region teams
- Domain experience in geospatial data, earth observation, satellite communications, satellite systems, defense technology, or enterprise data/SaaS
- Demonstrated ownership of retention and renewal outcomes at scale, with a record of improving NRR, reducing churn, and driving adoption of technical products
- Experience building a technical support organization from early stage: tiered models, SLA commitments, escalation paths, on-call and follow-the-sun coverage, incident management
- Experience serving U.S. government, defense, and intelligence customers alongside commercial and international accounts, including mission-critical delivery expectations and export-control constraints (ITAR/EAR)
- Ability to engage credibly with technical and mission stakeholders on remote sensing, SAR, optical communications and crosslinks, tasking, and data delivery workflows
- Bachelor's degree in business, engineering, or related field
Preferred Qualifications:
- Direct experience supporting SAR, optical imagery, or RF sensing data and analytics customers
- Background in satellite systems, optical communications terminals, ground segment, or space mission operations
- Experience scaling post-sale functions for emerging technology or new category, including partner-delivered service models
- Active U.S. security clearance or eligibility to obtain one
- Familiarity with CS and support platforms (Gainsight, Salesforce Service Cloud, Zendesk, Jira Service Management) and support automation or AI-assisted deflection
